Allan Thew

Experience

• 

  American Express

  May 2001 - Nov 2011

  Manage a night shift team of credit authorization analysts covering AMEX’s global cardholders and merchants. Focuses on merchant verification services, premium Customer Service Delivery, Credit/ Fraud compliance monitoring and standards adherence.

  • Authorisation Team Leader

    Apr 2007 - Nov 2011

  • Credit Authorisation Executive

    May 2001 - Apr 2007
• 

  Fuji Xerox Printers - Asia Pacific

  Nov 2011 - Dec 2019

  Management of Fujixerox global client’s Managed Print Services service desk in the region. Covers a total of 7 countries with 80 staff consisting of locals and expatriates from various countries like the Philippines, Thailand, Taiwan, Indonesia and Australia. Manage daily operations of FXGS's administrative helpdesk with a multifunction and diverse team consisting of 19 staff from 3 sub units providing support to AP countries. Ensure optimization of resources in meeting company objectives.

  • Managed Print Service (MPS) Manager

    Mar 2016 - Dec 2019

  • FX Global Services Team Manager

    Nov 2011 - Mar 2016
• 

  Adstream

  Feb 2020 - Apr 2022

  Senior Manager Customer Support

  Implement strategic planning and formulate policies to drive team performance and address existing issues to improve department. Oversee daily operations of 2 groups (broadcast and print) of customer success teams around 20 plus members comprising Level 1 & 2 technical support specialists.

• 

  Prudential Services Asia

  May 2022 - Aug 2024

  Senior Manager Customer Support (pulse)

  Oversee the regional PULSE app in collaboration with the Operational Service Desk and developers from various software technologies and services.

• 

  Getronics

  Aug 2024 - now

  Senior Customer Success Manager

  Customers- Engagement , customer experience, customer journey, drive key customer success factorsCommercial- SOW, contract deliverables, term and conditions, requirementsProfit & Loss - Manage stakeholders that has impact on gross margins , costs, profitability of accountsService Delivery- Onboarding, business review meetings, site visits, relationship management, SLAsOperational - Mentor helpdesk leaders, provide management and leadership oversight to SLA achievementsProject - Lead or assist in project and program managementAccount Growth - Partnership with senior management, sales and presales in growing client accounts Show less